Complaints Procedure

Bond Aesthetics Clinic

Updated: 24/01/2026

At Bond Aesthetics Clinic we aim to provide a safe, professional, and high-quality service at all times. We value feedback and take all complaints seriously, viewing them as an opportunity to improve our services.

1. Our Commitment

We are committed to:

Handling complaints fairly, respectfully, and confidentially

Investigating concerns promptly and thoroughly

Resolving issues in a transparent and professional manner

Ensuring complainants are not treated differently as a result of raising a concern

2. What Is a Complaint?

A complaint is any expression of dissatisfaction regarding:

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Treatment provided
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Clinical outcomes
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Professional conduct
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Communication or customer service
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Clinic environment or administration
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Complaints may be raised by clients or, where appropriate, by a representative acting on their behalf.

3. How to Make a Complaint

Clients are encouraged to raise concerns as soon as possible.

Informal Resolution

Where possible, concerns can be discussed directly with the treating practitioner or clinic manager, who will aim to resolve the matter promptly.

Formal Complaint

If the issue cannot be resolved informally, a formal complaint may be submitted:

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In writing: Email 
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Verbally: In person or by phone (which will be documented by the clinic)

Formal complaints should ideally be made within 6 months of the incident or of becoming aware of the issue.

4. Acknowledgement of Complaint

All formal complaints will be acknowledged within 14 working days.

The acknowledgement will confirm who is handling the complaint and outline the next steps

5. Investigation Process

The complaint will be:

Reviewed by the Clinic Manager or Lead Practitioner

Investigated impartially and confidentially

Supported by relevant clinical records, consent forms, and staff statements

Where necessary, independent professional advice may be sought.

6. Response & Outcome

A written response will be provided within 14 working days from acknowledgement

If more time is required, the complainant will be kept informed

The response will include:

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A summary of the complaint
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Findings of the investigation
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Any actions taken or proposed
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An apology where appropriate
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7. Learning & Improvement

We use complaints to:

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Improve clinical practice and safety
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Enhance client communication and experience

Update training, protocols, or policies where required

All complaints and outcomes are recorded securely.

8. Confidentiality

All complaints are handled in confidence and in line with data protection legislation. Information will only be shared where necessary for investigation or legal reasons.

9. If You Are Not Satisfied

If you remain dissatisfied after receiving our final response, escalation of your complaint to an appropriate external body will be outlined in the final response if not satisfied with the outcome.

10. Contact Details

To raise a complaint, please contact:

Bond Aesthetics Clinic

Email: info@bondclinic.co.uk

Phone: +4407835249931